The Aftersales Director for TOYOTA Business Unit at CFAO Mobility Madagascar,is responsible for the strategic, operational, and human leadership of the After-Sales business unit (Service Advisors,Workshop Operations,Spare Parts management) ensuring high performance,safety,customer satisfaction and operational excellence. This role ensures financial performance, customer satisfaction, occupational safety (ANZEN), and the consistent application of continuous improvement principles (KAIZEN) across all operations.

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KEY RESPONSIBILITIES

1. Business Development

• Define and monitor the annual budget of the After-Sales department.
• Develop growth strategies and set commercial and operational objectives.
• Define and monitor customer service and customer satisfaction strategy
• Deploy quality plans and ensure the fulfillment of warranty and service commitments.
• Drive initiatives to increase revenue and enhance customer loyalty.
• Promote a strong brand image through an excellent  after-sales experience.
• Analyze commercial performance data and implement targeted sales and service actions.
• Oversee spare parts stock management, supplier relationships, and procurement quality.
• Ensure parts availability, workshop responsiveness, and high levels of customer satisfaction.

2. Operational Excellence

• Supervise all operational flows: order processing, procurement, storage, delivery, and inventory.
• Optimize workshop productivity and labor profitability.
• Enforce strict compliance with workplace safety standards (ANZEN): procedures, equipment, audits, and safety culture.
• Lead the implementation of KAIZEN principles: team involvement, problem-solving, process improvement, and performance tracking.
• Promote a culture of cost efficiency, quality control, and operational excellence.

3. Organization & Team Leadership

• Structure and manage the Parts & Service teams towards long-term, sustainable performance.
• Define and track individual and collective KPIs.
• Foster a culture of commitment, customer focus, and safety awareness within all teams.

4. People Development & Training

• Supervise operational and administrative staff across the Parts & Service departments, including regional branches.
• Roll out ongoing training programs focused on technical updates, OEM compliance, safety, and service excellence.
• Drive the cultural transformation towards a continuously improving and customer-centric organization.

Education:

Minimum Bachelor’s degree (in business, logistics, engineering, management, or equivalent).

Experience:

Minimum 7 years of experience in Parts & Service, including at least 3 years in a strategic leadership role. Background in automotive networks or distributors is a strong asset.

Skills:

 Proven leadership and strong results orientation.
In-depth knowledge of occupational safety (ANZEN) and continuous improvement (KAIZEN).
Strong command of commercial and operational performance indicators in after-sales.
Excellent analytical and planning abilities, with the capacity to lead and inspire teams.
Customer-focused, rigorous, and committed to service quality and team mobilization.

Languages:

Fluency in both French and English is mandatory.